Resident Satisfaction
& Research
What we offer
Acuity is focused on providing intelligence and insight that will direct performance improvement and lead to positive outcomes for housing providers and residents.
We work collaboratively with our clients to create bespoke surveys with tailored methodologies, unique sample designs and carefully selected questions. We offer a range of surveys to optimise response rates and suit each client’s needs, from telephone and face-to-face interviews to self-completion postal and online questionnaires.
Survey outcomes are presented through innovative reports and dashboards, that provide clients with astute analysis and the ability to directly access their results.
Our interactive workshops and presentations help to reinforce key messages, encourage staff ownership and develop action plans. While follow-on research options include focus groups and in-depth surveys to delve further beyond the numbers.
Tracking & One-off Resident Satisfaction Surveys
We deliver TSM and STAR surveys on a monthly, quarterly, and annual basis, providing trustworthy and timely data.
Responsive Repairs & Other Transactional Surveys
Event surveys, including repairs, complaints, new lettings, and planned maintenance, that delve deeper into specific areas of service delivery.
Deep-dives & Ad-hoc Surveys
Surveys that thoroughly explore new topics with residents or staff, in line with the current needs and future goals of organisations.
Our Approach
Our philosophy is to support clients in obtaining the highest quality information which will facilitate them to engage fully with their residents and provide improved services.
Acting as a critical friend, we enhance the value our customers receive by providing tailored analysis, insight and advice that will enable them to translate performance intelligence into tangible service improvements.
We pride ourselves on providing a cost-effective approach, delivering excellent value for money without compromising on quality.
Our Experience
A very safe pair of hands.
We have been working with social housing organisations to measure and understand resident satisfaction since 1998. During this time, we have successfully carried out more than 3,500 surveys, interviewing over 1 million residents.
We provide services and support for all housing providers, whether they are big or small, standard or specialist. We believe in building long-term partnerships and have been working with some of our existing clients for almost 20 years.
As resident satisfaction has evolved, Acuity has been an ever-present contributor, from being involved in the development of STATUS and the STAR framework to being consulted by the Regulator of Social Housing on the Tenant Satisfaction Measures (TSMs).
Supporting you, with a focus on social value
We know that the research we carry out influences the homes and communities where people live, and in turn, can significantly impact people’s lives. This is why we have a ‘can do’ approach with our clients, deliver excellent value for money, partner with providers of all sizes, and offer the most bespoke service possible. We are passionate about presenting clients with valuable insight, to direct decisions that will have a positive effect on the wellbeing and satisfaction of their residents.
At the same time, as part of our commitment to minimise the environmental impact of our activities, Acuity operates a virtual call centre. Not only does this reduce our carbon footprint but it enables us to hire individuals facing barriers to employment, such as caregiving responsibilities and transport costs. We also partner with clients to recruit residents as interviewers, with a particular interest in hiring individuals who have been out of work for some time.
“I am very satisfied with the data provided and how we can access it online via the portal.”
LHP
“Clear easy-to-read reports. Responsive staff with good experience and creative ideas to help improve elements of our surveys.”
BEST
“The surveys are conducted well. The setup and data transfer are easy, and we have positive feedback from our residents”
West Kent
“The raw data files, top-level and detailed reports are all really easy to understand and work well.”
